Role Overview

We are looking for an experienced Team Leader – Operations to manage team performance, customer experience, and advisor development in an international voice process. The role involves driving operational KPIs, team engagement, and service excellence while ensuring smooth day-to-day operations.

Key Responsibilities

• Manage team performance, productivity, and customer experience in real time.
• Monitor operational metrics such as service levels, adherence, quality, and efficiency.
• Conduct regular coaching, feedback sessions, and performance reviews for advisors.
• Handle customer escalations, callbacks, and complaint resolution effectively.
• Drive customer satisfaction through first-call resolution and process adherence.
• Analyze reports, identify trends/root causes, and implement improvement plans.
• Ensure team engagement, employee development, and positive work culture.
• Coordinate with i...